Customer Service (Japanese Company)

Company Overview
【企業概要】
•A World Leading Healthcare Company
•Regional Exposure and Rewarding Career Prospects
•To be based in Singapore

Our client is a highly successful Multinational Healthcare Company with global operation.
As part of their expansion plan in Asia Pacific, they like to invite a successful Japanese Speaking supply chain and operations management professional to join their Singapore team.
This person will required to deal with all the Japanese customers in Singapore.

Job Description
1.) MEETS DEPARTMENT AND COMPANY GOALS BY ACCOMPLISHING THE FOLLOWING RESPONSIBILITIES:
• Triage technical support calls to other Clinical Technologies personnel appropriately.
• Ensure incoming and outgoing calls are handled in accordance with company policies, SOPs, WI’s, established standards, training manuals and management direction
• Perform data entry and verification as needed
• Demonstrate knowledge of assigned study protocols and IXRS specifications
• Report all study specific, site, inventory and sponsor related problems or issues to project team manager promptly and accurately
• Direct site support and escalate IXRS problem solving support to clinical study site staff
• Enter data and maintain clinical study site information in the project specific IXRS databases
• Provide IXRS site user training to clinical study site staff
• Document IXRS database changes
• Complete clinical study site drug ordering
• Participate in project specific client teleconferences or user testing
• Assist in performing routine IXRS availability testing
• Interact directly with clients to resolve issues and concerns
• Document technical support in accordance with Almac standards
• Conduct training for new hires

2.) SUPPORTS ADMINISTRATIVE GOALS BY:
• Complete ALMAC phone logs via internal tracking system for clinical study site staff telephone calls
• Notify appropriate internal employees of IXR system availability issues
• Ensure accurate and timely delivery of site confirmation faxes
• Ensure accurate and timely delivery of project reports access to project sponsor
• Assist in the development and maintenance of internal IXRS Study User Manuals
• Prepare and send IXRS Site User Manuals

3.) PROMOTES TEAMWORK BY:
• Meeting individual and company goals as established
• Adhering to company and department policies
• Partnering with staff where expertise is needed
• Attend staff meetings as required
• Working effectively with others
• Communicating regularly to keep everyone informed of what’s going on.
• Fostering team work among peers.

4.) MEETS DEPARTMENT COMMUNICATION STANDARDS BY:
• Communicating widely with all staff
• Maintaining good co-operative relationships with all departments and divisions throughout the Company.

5.) MAINTAINS QUALITY SERVICE BY FOLLOWING ORGANIZATION STANDARDS.

6.) MAINTAINS TECHNICAL KNOWLEDGE BY ATTENDING IN HOUSE AND/OR OUTSIDE PROFESSIONAL TRAINING AND/OR REVIEWING PROFESSIONAL PUBLICATIONS.

7.) COMPLETES OTHER DUTIES AS ASSIGNED BY MANAGEMENT.

Requirements
下記要件を満たしている方を募集します

・Previous call center/customer service experience desirable.
・Previous experience involving clinical trial management desirable.
・Entry-level applicants are welcome to apply.


1.)MEETS DEPARTMENT AND COMPANY GOALS BY ACCOMPLISHING THE FOLLOWING RESPONSIBILITIES:

・Triage technical support calls to other Clinical Technologies personnel appropriately.

・Ensure incoming and outgoing calls are handled in accordance with company policies, SOPs, WI’s, established standards, training manuals and management direction

・Perform data entry and verification as needed

・Demonstrate knowledge of assigned study protocols and IXRS specifications

・Report all study specific, site, inventory and sponsor related problems or issues to project team manager promptly and accurately

・Direct site support and escalate IXRS problem solving support to clinical study site staff

・Enter data and maintain clinical study site information in the project specific IXRS databases

・Provide IXRS site user training to clinical study site staff

・Document IXRS database changes

・Complete clinical study site drug ordering

・Participate in project specific client teleconferences or user testing

・Assist in performing routine IXRS availability testing

・Interact directly with clients to resolve issues and concerns

・Document technical support in accordance with This company’s standards

・Conduct training for new hires


2.)SUPPORTS ADMINISTRATIVE GOALS BY:

・Complete THIS COMPANY’S phone logs via internal tracking system for clinical study site staff telephone calls

・Notify appropriate internal employees of IXR system availability issues

・Ensure accurate and timely delivery of site confirmation faxes

・Ensure accurate and timely delivery of project reports access to project sponsor

・Assist in the development and maintenance of internal IXRS Study User Manuals

・Prepare and send IXRS Site User Manuals


3.)PROMOTES TEAMWORK BY:

・Meeting individual and company goals as established

・Adhering to company and department policies

・Partnering with staff where expertise is needed

・Attend staff meetings as required

・Working effectively with others

・Communicating regularly to keep everyone informed of what’s going on.

・Fostering team work among peers.


4.)MEETS DEPARTMENT COMMUNICATION STANDARDS BY:

・Communicating widely with all staff

・Maintaining good co-operative relationships with all departments and divisions throughout the Company.

5.)MAINTAINS QUALITY SERVICE BY FOLLOWING ORGANIZATION STANDARDS.

6.)MAINTAINS TECHNICAL KNOWLEDGE BY ATTENDING IN HOUSE AND/OR OUTSIDE PROFESSIONAL TRAINING AND/OR REVIEWING PROFESSIONAL PUBLICATIONS.

7.)COMPLETES OTHER DUTIES AS ASSIGNED BY MANAGEMENT.